Resolution Field Handling in Closure Rule

Resolution Field Handling in Closure Rule

Configure the Request Timer actions as per the below steps which is to automatically add the resolution and then close the request if there is no response.

1. Configure the condition as provided in the below image.


2. In the stage 1, configure After rules to send reminder notifications to get the required inputs.


3. Next, under the stage 2, configure During rules with the below custom function under Admin > Request Custom function.

Script:

Note: Please update the global function value as per your configuration

configuration = global_function_7();
returnObj = Map();
instanceJson = context.get("instance");
helpdeskID = instanceJson.get("id");
requestid = requestObj.get("id");
headers = {"authtoken":configuration.get("technicianKey"),"PORTALID":helpdeskID};
url = configuration.get('url') + "/api/v3/requests/"+requestid;
headers= {"authtoken":configuration.get("technicianKey"),"portalid":helpdeskID};
input_data = {"request": {"resolution": {"content": "Closing Request due to no response on approval"}}};
response = invokeurl
[
url: url
type: PUT
parameters: {"input_data":input_data}
headers: headers
];
info response;
if ( response.get('response_status').get('status') == 'success'){
returnObj.insert("result":"Success");
returnObj.insert("message":"Status updated");
return returnObj;
}
else{
returnObj.insert("result":"Failed");
returnObj.insert("message":"Status update failed");
return returnObj;
}
return returnObj;

During rule condition:



3. Next, in the stage 3, use the actions to update the status to required completed status.


The provided steps is working fine on my end where the resolution is getting added and then the request is closed without any issues. Below is my history screenshot where it indicates that the script is working fine without any issues.






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